Refund Policy
What you can expect if something goes wrong with an order, and what we need from you to put it right.
In short. Our products are digital and activate the moment you pay, which is why the usual 14-day right of withdrawal ends when a licence is activated. If we fail to deliver, if a product stays broken for a long stretch, or if you ordered twice by mistake, we will make it good. Game bans are not a refund reason — that risk is set out in the Terms and you accept it at checkout.
1. What this policy covers
This Refund Policy applies to every order placed with us and forms part of our Terms of Service. By completing an order you confirm that you have read it.
2. The right of withdrawal, and when it ends
Consumers in the European Union and the United Kingdom normally have fourteen days to withdraw from a distance contract. For digital content that right ends earlier under a specific condition, and that condition applies here.
Our products are delivered immediately: the licence activates automatically the moment payment is confirmed. At checkout you expressly ask for immediate delivery and confirm that you therefore lose the right of withdrawal once activation has happened. That is the mechanism the law provides, and without it a product like ours could not be sold at all.
This does not remove the cases below, in which we refund regardless.
3. When we refund
3.1 You paid but received nothing
If your payment went through but no active licence appeared — for example because of a technical fault on our side — contact us with the order reference. We will either hand over the licence or refund the full amount.
3.2 A product stays unusable for a long stretch
If a product you hold a licence for is unavailable for seven or more consecutive days during your term, you have not been able to use it in that time, and you ask us, you may choose between an extension of your licence by at least the lost period or a refund for the affected part of the term.
Where we bring a product back online, extending the licence is normally the fastest remedy, and we may do that on our own initiative. The status page records how long a product has been in its current state.
3.3 Ordered twice by mistake
If you bought the same product twice within thirty days without meaning to, tell us and we will refund the duplicate.
3.4 The product was materially broken
If, during your licence term, a product turns out to be substantially unusable for a reason within our responsibility — and not simply a game update we are working through — we may refund the affected part of the term or issue a credit. Tell us within fourteen days of noticing, with enough detail that we can check it.
3.5 Goodwill
Outside the cases above we may still refund to keep a customer. That is a decision we make case by case, not a right you can insist on.
4. When we do not refund
- A game, account or hardware ban. Bans are an inherent risk of this kind of software. You accepted that risk in the Terms, and they are not a refund reason.
- After a licence has been used, unless one of the cases in section 3 applies.
- Simply not liking the product, where the product page described it accurately at the time you bought it.
- A breach of the Terms — for example sharing your licence, or a licence obtained fraudulently.
- Repeated goodwill requests that look like a pattern rather than a problem.
5. How to ask
Contact us through our support page or on Discord, from the address you used to order, and include:
- your order reference;
- which licence the request concerns;
- what happened, and which case in section 3 you are relying on;
- anything that helps us verify it — an error message, the time a product was down, a screenshot.
The more precisely you describe it, the faster we can decide.
6. How long it takes
We aim to answer a refund request within a few working days. If we approve it, we send the money back through the original payment method. Depending on the provider and your bank, it can take up to ten working days to appear. A credit, where you choose one, is applied to your account immediately.
7. Chargebacks
If something is wrong with an order, please talk to us first. We would much rather fix it than argue about it.
Starting a chargeback without contacting us first costs everyone time and money, and we treat it as a breach of these policies. We may suspend the account and the licences involved, and we will contest the chargeback with the evidence we hold — order records, licence activation logs and our correspondence with you. If a chargeback is decided against us, we may decline future orders from the address and payment method involved.
None of this applies where you have a statutory right to reverse a payment, for example because of unauthorised use of your card.
8. Your statutory rights
Nothing in this policy shortens or removes rights that the consumer law of your country gives you and that cannot be waived by agreement. Where those rights go further than this policy, they take precedence.
9. Contact
Questions about this policy, or about a specific order, go to the contact address in the imprint or through our support page.